Customer Success Lead

At Haiilo, we're building the digital home that connects employees with the information that matters to them — reliably, efficiently, every day. With Haiilo employees find their flow at work.

As our Team Lead Customer Success you lead and develop our CS team with a clear focus on customer outcomes, team performance, and consistent execution. The team and foundations are in place - now it takes strong leadership, clear structure and the drive to unlock the team's full potential. You'll work closely with our VP AM & CS and act as the bridge between strategic direction and day-to-day delivery.

This role is hybrid with two office days per week in Hamburg and needs fluent german skills.

Who we're looking for

• Experience leading or mentoring Customer Success teams in B2B SaaS
• Proven track record of improving retention, reducing churn, and driving structured CS execution (success plans, QBRs, health scoring)
• Strong coaching and people leadership skills - able to raise the bar on consistency and quality across a team
• Hands-on, pragmatic operator: you implement, not just advise
• Data-aware and comfortable working with customer health signals and performance metrics
• Nice to have: experience with pooled/scaled CS models or multi-product environment

What you'll do

• Lead and develop a team of Customer Success Managers, driving capability across success planning, value-based engagement, renewal readiness, and stakeholder management
• Own CS execution standards: health scoring, QBR/EBR frameworks, success planning, and early risk identification
• Ensure clear collaboration with Account Management and Customer Operations across the customer lifecycle
• Act as a key partner to Product, Customer Operations, and Sales on feedback loops, expansion readiness, and scalability
• Translate strategic direction into consistent team behaviour and day-to-day execution, in close partnership with the VP AM & CS